06.c) Ignite Service Desk
- Ignite Service desk is created to manage & track the technical requests of Ignite App in a structured manner.
- Mail VS Ignite Service Desk? – Raising a ticket in Ignite Service for any issue/request related to Ignite App is much smoother than sending an email due to the volume of requests that come in.
- Who can do it?
Anybody with access to Ignite App.
- When to do it?
Below are the various scenarios for which you can immediately raise a request using the Bhumi Service Desk:
- Enhancements in current applications/forms/pages or New application/forms/pages request.
- Technical glitches
- Data correction/updation/deletion/status change
- Uploading centre engagement form
- Information needed on Ignite App
- Any other request regarding the Ignite App.
- Pre-requirements to raise a request?
Supporting file – Always try to crosscheck & provide the relevant supporting file. Especially for technical glitches or enhancements please upload a screenshot/video for faster resolution.
- How to do it?
- Go to your Ignite App and under utility forms tab click on Ignite Service Desk or visit here.
- Fill up the category & details based on the below table.
- Give your contact details, chapter & project details. Incase of any further clarifications, this will help the data analyst team to directly contact and resolve the issue.
- Click on submit once all the fields are filled. It will be taken by the data analyst team and resolved within the resolution time if all details are provided.
|Category||Description of the Issue/challenge/request||To fill||Resolution Time|
|Access Issue – Ignite||1. Ignite App invite link was not received even after attending training2. Ignite App Invite link expired3. Ignite App invite Link to be resent after deleting previous account||Provide details such as email id, name. If many volunteers, provide it in a tabular form.||3 Days|
|Application slowness||Despite having access, if a page/record in the mobile app or website is not loading or very slowly loading.||Describe with screenshots or video of the issue(screen capture)||1-2 days|
|Other – Asset Placement Letter||To upload the asset placement letter in the database||Mention the centre details & attach the asset placement pdf||1-2 days|
|Other – Centre Engagement Form||To upload the centre engagement form in the database||Mention the centre details & attach the centre engagement pdf||1-2 days|
|Student Master update||Adding new students to the database||Provide the data in the correct format as provided here||2 day|
|Student Master update||Changing status of student from dormant to active||Details of student data to be clearly mentioned ; For Student – ID, Name and Class ; For volunteer – Email ID||1 day|
|Attendance Correction||If a student/volunteer attendance has been wrongly updated & has to be deleted/modified.||Date, Details of student/volunteer data to be clearly mentioned ; For Student – ID, Name and Class ; For volunteer – Email Id||1 day|
|Incorrect Data||Apart from student/volunteer attendance, If there is any incorrect data entered (eg. Incorrect assessment) in Ignite app.||Details of student data to be clearly mentioned ; For Student – ID, Name and Class||1 day|
|Other – Application Error||Certain modules not workingeg: not able to open student attendance||Explain it briefly & screen shot is required||2 days|
|Other – Application Error||Any formula mistake in Zoho||Explain it briefly & screen shot is required||3 days|
|User Query||Any information needed, query or doubts regarding database – Clearly mention the DB, forms, App etc.||Explain it briefly & screen shot is required||2 days|
|Enhancements||Giving user access to existing forms, Reports & Dashboards Eg: Extending SPO assessment access to centre coordinators||Explain it briefly & screen shot is required||7 days|
|Enhancements||Cosmetics Changes Changing look and feel of existing reports, forms Eg: Changing color coding of graphs||Explain it briefly & screen shot is required||7 days|
|Enhancements||Suggestion for improvement – Addition or changes in existing reports eg: Adding median attendance in class status reports||Clearly explain the requirement.||Minor: 3 daysMajor: 15 days|
|Enhancements||New Feature in App – New reports, Pages & Dashboards in existing App Eg: Volunteer tracker dashboard||Subject to be clearly defined and of an approved requirement (to be discussed with National support team prior raising the request)||15 days|
|Enhancements||New Application – Developing a new database management systems Eg: New application for events/projects like Nakshatra, Ignite App||Subject to be clearly defined and of an approved requirement (to be discussed with National support team prior raising the request)||30 days|
|Query in the CCT Page/Content||If you have any doubts on the content page of your project||Clearly explain your query with screenshots if necessary||3 days|
|Sharing new Content||If you have new content to be added to the content page of your project||Describe the topic & attach the necessary files||3 days|
|Other||Any other challenge/request/issue you face||Clearly explain your challenge/request/issue with screenshots if necessary||3 days|